[Lightstalkers] MACK extended warranties

MACK extended warranties

Thu, 12 Jun 2008 04:05:12 +0000

Hello friends,

Anyone had good or bad experience from mack cam extended warranties when it comes to expensive repairs?

www.mackcam.com

Seems they dont want to pay more than what they charged you to insure your product against usage defects and dont want to pay for repairs...

cheers

Amit

Re: MACK extended warranties

Tue, 31 Jan 2006 09:37:05 +0000

I have a mackcam.com extended warranty on my Toshiba laptop. I'm looking all over the web for every opportunity to post about my HORRIBLE experience with them and trying to get my toshiba repaired.

I've had three repair issues with my machine. All were covered under my "extended warranty" with Mack Cam. I live in California. MackCam wanted me to take my machine to a CompUSA for repair - I wanted to take it to my local authorized Toshiba repairshop that's a small mom and pop type place. They said that was fine. All three times I've had to take it in for repair, it has taken WEEKS to get payment authorization from MackCam once they receive the estimate for repair. The latest round began mid November when I sent a request for a "Control Number" for repair as my hard drive had failed. On November 30 (two weeks later) I received a control number after resending my information at least five times. I took my laptop to the repair center. The repair center started faxing over estimates for the repair early December. On December 23, they sent the last request for authorization with their estimate of about $220.

Today is January 31, 2006. I have sent at least 10 emails to localservice@mackcam.com over the last few weeks and had no reply. Today I called them AGAIN. Amazingly enough, today Elizabeth actually answered the phone. I explained my dilemma (The last time I went through this with them over the phone, the owner of the company ended up on the phone with me and actually YELLED at me). Elizabeth transferred me to Debbie. Debbie located my file, saw the control number, had a copy of the faxed estimate for repair dated 12/23/05 and said she had to get her manager's approval before she could authorize the repair. She put me on hold, got approval and came back to say she would call the service center today and give them authorization to repair.

So here's my complaint... if you have a Mack Camera warranty - no matter what the product is - you're going to have to fight like mad to get any service out of it. You will be frustrated, you will be grossly delayed in using your product, and you will have to jump through hoops to get what you've paid for. BUY A NAME BRAND WARRANTY. I will never buy a third party warranty again. Mack Camera is doing shoddy business and shouldn't even be allowed to conduct business as far as I'm concerned. It's a SCAM.

Re: MACK extended warranties

Tue, 31 Jan 2006 09:55:29 +0000

Dear Susie

This is indeed a SCAM. And everytime you shop at places like B&H, they will always like to sell you the Mack Warranty. More than 2 months, my Canon camera is still awaiting repairs since they have approved only app 1% of what Canon India Limited has estimated for its repairs. I have an international warranty for the camera.

The so called owner of the company only knows how to yell at its customers as he know that calling international costs a lot of money and I may never call him back.

This company needs to be exposed and taken to courts.

Amit

Re: MACK extended warranties

Tue, 31 Jan 2006 09:59:30 +0000

I sent a letter directly to Toshiba to challenge their "authorized reseller" status. I'd encourage you to do the same with Canon.

Good luck to you...

Re: MACK extended warranties

Tue, 31 Jan 2006 17:15:33 +0000

I am living in Chile I have a mack cam warranty. The lightmeter of my D2H frozen. I sent the camera to Nikon, they gave a budget, I paid and two weeks later I had a check from Mack Warranty. It was a good experience for me.

Re: MACK extended warranties

Tue, 08 Apr 2008 13:40:28 +0000

Our contracts are not scams. Yes, some people have bad experiences, but for every one bad experience there are hundreds of good experiences. The only reason you read bad reviews and trash talk about our company is because the average person does not write about a positive experience. We have always been committed to being a service contract company that stands by their contract and we are not out there to get all the money from our customers. We give estimates when deserved, repair what needs to be repaired, replace & reimburse as needed and so on... Companies like Adorama continue to sell our contracts because they know that for each bad experience are hundreds of positive ones. Unfortunately not every single customer will be happy with their products. I apologize to whoever has had a bad experience in the past, or who ever had a long turn around, or estimate, etc... but our contracts clearly state with and is not covered. Scott @ mackcam.com

Re: MACK extended warranties

Tue, 13 May 2008 18:28:34 +0000

Dear Scott I see your post 2 years after I posted it and emailed your company. The problem with my Canon 1D was reported on November 25, 2005. Your company asked for repair estimates. I got them from Canon India Limited. The estimate was for 187744.00 Indian Rupees. In todays terms USD 4693.60 One dollar was then equal to 46 rupees. Your people approved USD 46 for repairs for an estimate of USD 4693... how amazing Your company kept going back and forth from November 25, 2005 until April 1, 2006 and finally paid nothing. The following email was sent to international@mackcam.com on 26 March 2006. Dear Luana, I had intimated Mack Camera and Video service on Nov 25, 2005 of problems in my Canon 1D camera that is covered under International Warranty no. 1015-113349 by your company. It has been more than 4 months and your company has neither approved the estimate or repaired the camera as per what it promises for International Warranty. You were given an option of paying the complete cost of the camera at the purchase price if you found the repairs expensive. Two months later there has been no communication from your company. Transfer money required as per Canon India Limited Estimate of INR 187,744.00, Or compensate the complete cost of the camera at purchase price of USD 2,795.00 within the 7 days of this email. Sop now what do you have to say? You can get back to me on trueimages@gmail.com

Re: MACK extended warranties

Tue, 13 May 2008 18:41:36 +0000

Scott, I have forwarded you the emails again. Have a look and get back to me immediately please. You can email me on trueimages@gmail.com or call me on +91 9810017160, or fax on +91 11 4182 8283

Re: MACK extended warranties

Tue, 13 May 2008 18:59:17 +0000

Amit I have forwarded your emails to Laura. She is the manager in that department. Because I am in a completely different department I am out of the loop on the international customers. She will be taking it from here.

Re: MACK extended warranties

Thu, 15 May 2008 04:13:42 +0000

NOW WILL YOU NOT CALL THIS CHEATING. THE FACT IS THAT MACK DOES NOT WANT TO PAY AT ALL... Nov 25, 2005: Camera defect intimated to MACK Dec 1, 2005: MACK sends local repair request form Dec 1, 2005: Filled-in local request form, Invoice, and MACK warranty card emailed to MACK Dec 9, 2005: Luana, a MACK employee replies that she would look into the paperwork Dec 9, 2005: I reply to Luana if this can be speeded up as already 2 weeks have passed. Dec 12, 2005: Control number is N50275 is allocated. I am asked to filled up another form and send a written estimate. Dec 16, 2005: Repair estimate from CANON India Limited for INR 187,744.00, and the filled up form is sent back to MACK. It is also mentioned that 1 USD = 46 INR. Dec 22, 2005: Luana at MACK, repies that estimate will be reviewed and I will be advised. Dec 29, 2005: MACK approves the estimate. However it approves on USD 46 as cost of repairs. 1/100th the cost of the estimate and equivalent of the USD - INR exchange rate. Dec 29, 2005: 3 phone calls are made with long holds and no good response, in addition to many made earlier. MACK refuses to call back. They say that it is expensive to call, so the customer MUST call. Dec 29, 2005: MACK is informed of the typing and calculation error in the estimate. Corrected approval order is asked for. Jan 21, 2006: MACK is sent another email as there is no response from MACK for now more than 3 weeks. Jan 25, 2006: Luana at MACK replies that the email has been handed over to her manager. They are reviewing the situation. When I call them, the Manager is rude and does not want to fulfill the warranty. He does not name himself, but claims to be the owner of the company. March 26, 2006: 4 months since the Camera repair was asked. And many more calls made. They were now reviewing the situation for over another 2 Months! Another email is sent to MACK. An option of refunding the cost of the Camera, i.e USD 2795/- is given to MACK, if it does not want to pay for the repairs. March 28, 2006: Luana replies that the paperwork is forwarded to the owner of the company. March 31, 2006: MACK now wants the camera to be shipped to New Jersey, after wasting 4 months since the problem was reported, and after having approved a repair estimate in principle. March 31, 2006: The following email is sent to MACK: You have been provided with the estimate of repairs by Canon India Limited, which as per terms of International warranty you must approve. However since you find the estimate more than the purchase price of the camera, you were given the option of refunding the entire amount of the camera at the purchase price. There is no question of having you evaluate the cost of the camera since you must approve the repair estimate in the first place. It has been more than four months since the problem was reported to you. April 1, 2006: Another email is sent to MACK since the owner threatens me on the phone to spoil my business contacts: I see no point in communicating with you any further since you have taken more than 4 months to tell me of this new policy. Every time you have something new to say. This clearly says that you want to keep harassing and at the end the your company wants the customer to give up. I have done everything your company wanted. And you have been sitting on all procedures asked for earlier... You were given the estimate months ago. Where was this policy then? Nothing prevents from justifying that your company has been indulging in unfair trade practices and what you are telling me now is no more than gaining a few more months. Refund the cost of the camera or approve repairs. You have time until Monday April 3, 2006. And that is the limit I suggest your company must NOT cross. April 4, 2006: MACK asks for the camera to be sent to New Jersey April 4, 2006: Following is my answer... sent to MACK: The camera was taken to Canon's own service center in New Delhi and their estimate of repairs as per your terms of International warranty were sent to you in December 2005. Your company has been playing a game here and that fact has been established since you people have come up with a new version of story all the time. In more than 4 months your company has done nothing to approve of the repairs that it warranted for. You have also not transferred the money required for repairs nor have compensated for the full cost of the camera at the purchase price as that was an option given to you. Your time limit to complete this by April 3, 2006 is over and this matter has been referred to my lawyer and is being sent to photographer associations/websites world over. I already have many more emails that speak of your companies unfair ways of dealing with warranties from other photographers. I strongly feel that your company must be exposed. I cannot deal with you any more on this issue and you can communicate with my lawyer. Your company will be responsible for all damages howsoever caused by posts on the internet or otherwise. May , 14 2008: Emails are forwarded to Scott at MACK, since he claims that his company is not a cheat. May 14, 2008: Scott replies that the emails are forward to someone as he is not in the same department. May 15, 2008: Laura Bufis asks of the camera was repaired? May 15, 2008: Laura is sent the following reply: This issue is close to 2 1/2 years old. The problem with my Canon 1D was reported on November 25, 2005. Your company asked for repair estimates. I got them from Canon India Limited. The estimate was for 187744.00 Indian Rupees. In todays terms USD 4693.60 One dollar was then equal to 46 rupees. Your people approved USD 46 for repairs for an estimate of USD 4693 how amazing Your company kept going back and forth from November 25, 2005 until April 1, 2006 and finally paid nothing. No the camera was not repaired and I had to buy another camera... since the cost of repairs was more than the cost of the camera, and your company filed to live up to the commitment. It is best that MACK pays me the cost of the 1D camera in question, at purchase price of USD 2,795.00 May 15, 2008: MACK wants the camera back in New Jersey probably to com out with some other excuse looking at the past experience. A repair that was need in 2005 has no meaning now. New camera was purchased by me as this repair was NOT compensated by MACK. NOW WILL YOU NOT CALL THIS CHEATING. THE FACT IS THAT MACK DOES NOT WANT TO PAY AT ALL...

Re: MACK extended warranties

Thu, 15 May 2008 20:54:44 +0000

Amit, The email that Laura sent you on the 14th was the following: "When an estimate exceeds the value of the equipment, Mack will request the equipment be shipped to us in the United States for evaluation. If the unit was deemed beyond economical to repair for manufacturers defects, the unit would be replaced or a settlement offer would have been made. As of today, Mack Camera has not received the unit into our service center. I have reviewed all of the e-mails and it is noted that this request was made to you. Please forward the unit into my attention and I will review all matters."

Re: MACK extended warranties

Fri, 16 May 2008 03:52:34 +0000

I suggest Scott, stop misleading. The repairs were needed in Nov 2005. We are in May 2008. Mack, first wanted the estimate. Then it approved the estimate in principle. However, for USD 46 only. 1/100th the cost of the estimate. Look at the replies above. From one form to another, from estimate to wrong financial approval. Taking ages to evaluate situations. From threats of spoiling my relationship to with my clients... and what not? And then the new trick. Send the camera to us... Your warranty terms talk of repairs locally. Look at them. THE FACT IS THAT YOUR COMPANY DOES NOT WANT TO PAY WHEN THE REPAIR COST IS HUGE. IT WANTS TO KEEP GOING IN CIRCLES SO TO HARASS THE CUSTOMER SO MUCH THAT HE/SHE FINALLY GIVES UP... IT IS MORE THAN TWO AND HALF YEARS, AND THE TECHNOLOGY OF THAT CAMERA IS HISTORY. SINCE YOU HAVE FAILED TO PAY FOR REPAIRS, THE BEST WAY WILL BE TO PAY FOR THE PURCHASE COST OF THE CAMERA, WHICH IS 40% LOWER THAN THE COST OF THE REPAIRS. IT IS INDEED FUNNY THAT YOU WANT TO MISLEAD PEOPLE ON BEHALF OF YOUR COMPANY. IF YOUR COMPANY IS INDEED HONEST, THEN JUST PAY UP USD 2,795, THE PURCHASE COST OF THE CAMERA, AND USD 2000 LESS THAN THE COST OF REPAIRS. THE ESTIMATE SENT TO YOU WAS FROM CANON INDIA LIMITED, THE COMPANY THAT MADE THAT CAMERA AND NOT FROM ANY LOCAL REPAIRER. SO MACK IS INDEED CHEATING, MISLEADING, CHEATING.

Re: MACK extended warranties

Fri, 16 May 2008 13:59:11 +0000

Amit, By me copying and pasting an email sent from our International Department Manager, Laura, to you it is not misleading or cheating. It is simply copying and then pasting. Yes, our warranty states that repairs can be done locally, and yes we made some errors with payment. Mistakes do happen as we are human. However, we won't spend $4,000 on a repair when the camera was worth $2,000 at the time. Since the girl who handled your repair case is no longer working with our company we need to get the camera here to determine what can be done. We have no problem replacing a camera or reimbursing for fair market value as stated in the warranty. If you, like us, want to get this problem resolved please send the camera to us as we asked instead of continually slandering us on this forum because that doesn't help matters at all.

Re: MACK extended warranties

Thu, 22 May 2008 17:46:54 +0000

On 16-May-08, at 8:35 PM, Laura Bufis wrote: Amit, I understand your position in this matter, however, I can not forward funds without having the equipment. I will refund you the cost of the shipping into Mack. Laura Laura Bufis Warranty Manager Mack Camera Service 200 Morris Ave. Springfield, NJ 07081 (800) 252-6225 x116 (phone) (973) 467-2291 x116 (973) 467-0776 (fax) lbufis@mackcam.com Dear Laura Please provide your UPS / Fed-ex / DHL account number or arrange for a pick up. You must also agree before hand that you are remitting USD 2,795 to my bank account given below. Once we are done with the paperwork, the camera body will be turned in. The remittance will have to be made immediately upon the receipt of the camera. However, looking at the past experience, your company may now tell me that the camera was never received.... Who knows? Your company has been deceiving me until now...

Re: MACK extended warranties

Fri, 23 May 2008 07:36:58 +0000

what???????????????

Re: MACK extended warranties

Fri, 23 May 2008 14:40:15 +0000

holy can of worms from the past batman!

Re: MACK extended warranties

Sat, 24 May 2008 06:22:17 +0000

"Yes, our warranty states that repairs can be done locally, and yes we made some errors with payment." - Scott

Re: MACK extended warranties

Fri, 06 Jun 2008 18:19:31 +0000

2 more weeks gone, MACK still has to settle this... Says it all...

Re: MACK extended warranties

Wed, 11 Jun 2008 15:01:35 +0000

Amit, As previously emailed to you. We need the camera before we can make a reimbursement or replacement. We can and will not initiate a wire transfer without having the original product in our hands. If you want this matter resolved we need you to send the product to us. Scott

Re: MACK extended warranties

Wed, 11 Jun 2008 15:57:27 +0000

Dear Scott, MACK can probably stop misleading.... On 16th May 2008... the following email was sent. Copy and pasted here... Dear Laura Please provide your UPS / Fed-ex / DHL account number or arrange for a pick up. You must also agree before hand that you are remitting USD 2,795 to my bank account given below. Once we are done with the paperwork, the camera body will be turned in. The remittance will have to be made immediately upon the receipt of the camera. However, looking at the past experience, your company may now tell me that the camera was never received.... Who knows? Your company has been deceiving me until now...

Re: MACK extended warranties

Wed, 11 Jun 2008 19:21:48 +0000

Amit, I have been very honest with you. We are not misleading you in any way. We want this matter resolved as much as you do. Please contact Laura to discuss this matter as she is the manager of the international department.

Re: MACK extended warranties

Thu, 12 Jun 2008 04:05:12 +0000

This email was sent to Laura on 16th May, 2008 and copied to you! There was no reply... So what do you call this? Dear Laura Please provide your UPS / Fed-ex / DHL account number or arrange for a pick up. You must also agree before hand that you are remitting USD 2,795 to my bank account given below. Once we are done with the paperwork, the camera body will be turned in. The remittance will have to be made immediately upon the receipt of the camera. However, looking at the past experience, your company may now tell me that the camera was never received…. Who knows? Your company has been deceiving me until now…